Provide technical support for Flywire’s Student Financial Services, eStore, and TPI products across the U.S. and Canada. Manage tickets within SLA requirements, troubleshoot web applications using research and command-line tools, communicate solutions to customers, and collaborate with product and engineering teams on escalations and enhancements. Maintain AI repositories and knowledge bases while using Claude, Gemini, and related tools to automate investigations, documentation, maintenance, and client communications.

Provides first-line technical support for hospitality and e-commerce customers through email, web, and phone. Resolves routine issues using Zendesk, troubleshoots technical problems with logs and developer tools, documents solutions, and escalates complex issues to Tier 2 or Engineering. Maintains high-volume ticket performance, communicates clearly with customers, contributes to SOPs and knowledge-base content, identifies bugs and process improvements, and supports customer calls, screen shares, trainings, and on-call coverage.

Develop and maintain full-stack billing and payments features using Java and related technologies. Build secure, scalable, testable code; write comprehensive unit tests; use AI-assisted development tools; collaborate with engineering and product stakeholders across global teams; and contribute to solutioning and technical decision-making.